Global GCC Leader & GBS Transformation Expert
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VIJAY SAMUEL (HE/HIM)
Global GCC Leader Professional GBS Master LSSBB Certified Digital Transformation D&A Strategy
+91-730******* ************@*******.*** https://www.linkedin.com/in/vijaysamuel/ Bengaluru, India SUMMARY
Seasoned global business professional with extensive experience across diverse industries, leading large multi-geographic cultural teams in a matrix environment. Proven track record in setting & scaling up numerous SSC/GBS & GCC's with site operations, service delivery ownership Global advisory board member at SSON Analytics, keynote/panel speaker at accredited industry forums with publications in leading industry journals. Top character strengths are leadership, judgment, fairness, social intelligence, & a love for learning with an entrepreneurial mindset. EXPERIENCE
Vice President - Head Of Operations
Omnicom Media Group India Private Limited
08/2023 - Present Bengaluru, India
https://www.omnicomgroup.com/
Currently lead the Operations & Governance Organization (1,000+ FTEs) for Omnicom Global Solutions (GCC division of OMG), overseeing enterprise-wide operations & shared services for 4,000+ employees across 06 locations in India, driving Ops excellence, digital transformation, risk management & scalable growth. Spearhead a multidisciplinary portfolio spanning Enterprise Governance, Business Operations COE (PM/PMO/Portfolio Mgmt, RMG/WFM), REW/Office Experience, HR Ops & Compliance, Business Support Solutions, Data Intelligence/Performance Monitoring & Reporting, Internal Audit, Master Data Management, Process Excellence Lab (Lean/Agile/CI), Enterprise Digital (Hyperautomation, Gen/Agentic-AI solutions, ML), Infosec, Data/Cyber security, IT Infrastructure & Network Support. Currently reporting to the India COO and the Global COO/CFO in New York, US. Global Director & India Site/Hub lead
Twilio Technology India Private Limited
05/2021 - 08/2023 Bengaluru, India
https://www.twilio.com/
Site leadership for the Twilio India entity covering 850+ members, supporting core functions (R&D/Engineering, Go To Market, Professional Services, G&A) & coordinating with enabling functions (Finance/Payroll, Contracting, IT, Comms, HR/TA, legal/statutory compliance, REW). Resident Board of Director for 02 Indian Companies with Director Identification Number (09821760) Represented the global CFO Org with functional oversight as GPO for S2P, supported by fully hybrid teams operating in a "follow the sun" model, providing 24/5 coverage jointly partnering with outsourced Ops & contract staffing, supporting an 8K+ employee base, 5K+ vendor base across 4 platforms, and 15 acquired entities in 20 countries with $3MN revenues Responsible for building & leading a high-performance site, partnering with global and local business leaders, helping define & deliver on the technology/business roadmaps as we execute scaling of the hub while actively embedding Twilio values, enabling world-class employee engagement, and executing the site’s talent charter
& 'Great Place to Work’ strategy
Regional Hub leader, chair of the India Leadership Council, member of the POSH committee, the Controllership Engagement Forum, and the Global Rewards & Recognition committee; a designated BAR raiser recruiting top-notch talent; and ERG lead for Family Nest, promoting work-life balance. Report to the global VP, G&A & SVP R&D (India executive site sponsor)
In collaboration with the Offices of the CDO/CIO, spearheaded the development of the corporate business charter, establishing a Global Transformation Center of Excellence (COE) for modern, new-age business service 2.0 by leveraging new-age technologies (RPA, IDR, data mining, cognitive/ML, chatbots, analytics, etc.), streamlining existing processes, leveraging LSS methodologies to improve organizational capabilities, driving process improvement, executing strategy, & reducing costs exceeding those provided by labor arbitrage, and performing external industry benchmarking with Gartner, SSON, and Hackett to maintain "best in class" status, aspiring to move from automated to autonomous finance GBS India Site Lead
ESAB India Limited 07/2018 - 04/2021 Chennai, India https://www.esab.com/
Headed the Captive GBS vertical overseeing service delivery, P&L/operating costs, recruitment/training, F&A, WFM, audit/SOX compliance & vendor-legal contracts. Led a 200+ Org, supported by DR's (regional/functional tower leads) in a 24/7 environment across finance (PTP, OTC, RTR, T&E, FP&A), supply chain (MDM, PLM, after market, sourcing/F&L), technology (Marcom, SDS), analytics, PMO, HR & IT support (Service Desk, UAM) for 5+ platforms and 50+ subsidiaries in 80+ countries, generating $2B in sales revenues. Solid line reporting to the GBS Director, Budapest, Hungary, & locally to the India CFO, Chennai. MY TIME
Scaling & Maturing Operations (Multi-Function/Tower) Governance, Cost Optimization & Stakeholder Partnership Digital/AI, Hyper-Automation COE & Data Intelligence Talent Strategy, Engagement & Organizational Leadership AWARDS
Twilio Magic Owl Award Recipient, FY'22
Exemplifying Being an Owner and Positron Values
Top 20 Most Admired SSO ESAB India- FY'20
Shared Services & Outsourcing Network (SSON)
KEY ACHIEVEMENTS
Operating Strategy
Developed, designed, & rolled out the GBS
organizational governance model in line with the
Twilio road map. Target operating model in place for all service towers, leading to Opex reduction by 6%
Completed Location Footprint Strategy partnering with LMO leading to scope expansion by 15% YoY,
improved transfer pricing process, labor arbitrage tracking, & standardized pricing/chargeback structure delivering $1.2 MN working capital savings.
Supported in setting up federated SSC's for IT/Tech services and HR while facilitating an independent MSP for Tier 1 tech support and integrated HRIS that led to employee self-service with a central global scanning solution for REW & process ideation platform for GTM. Operational Excellence
BPM's successfully achieved with 92% KPI's in
Green (RAG Dashboard) and automated manual
reporting leveraging Alteryx and Tableau/GStudio used to showcase data presentations for MBR/QBR's.
Zero Compliance deficiencies and built a "near miss" repository on Airtable for the controllership with IA. RCA's completed for KPI miss-outs with preventive
checks introduced to proactively mitigate process
lapses and maker/checker reviews with SOD in place.
Qtrly BSR Flux reporting provided to CFO with a
consistent focus on timely speed to close, zero OOPA's. Process/Corporate Policies (T&E, C/C, Bad Debt,
Procurement) updated, reducing Admin effort by 50%
Time & Motion Analysis updated for right FTE
sizing and BCP maintained to manage contingencies
CSAT/VOC Improvement
Implemented a bi-annual VOC survey using Open
Forum Polly achieved stakeholder satisfaction at
9.1/10 & scored 4/5 on CSAT for Snow Inquiries, with feedback incorporated into the knowledge repository
& reviewed process/policy changes.
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EXPERIENCE
Finance SSC Senior Manager
Vodafone India Services Private Limited
08/2017 - 07/2018 Pune, India
https://www.vodafone.com/business/home
Led the cash management processes for the SA region, servicing Vodacom Group Ltd's customer base of 71M with annual revenues over $5B. Managed RTR function with oversight of Treasury, Transaction Cash Mgmt, Payments, OTC/Debtor's, Interconnect & Roaming with a combined receivable portfolio of $1.6 billion. Supported implementing the SA Fin Ops strategy, deploying S4 HANA for transactional processes, moving through the phases of migration, Implementation
& Stabilization. Managed 40+ FTE's and reported to the AVP/Country Lead. Finance COE Manager
ADP India Private Limited 06/2015 - 08/2017 Pune, India https://in.adp.com/
Responsible for the Order to Invoice (OVOE, Rates/Pricing, Contract Mgmt, Billing— Manual/Auto, Customer Inquiry, Quality & Reporting processes in NA (US, Canada, Mexico) & NL regions in the Global Finance COE Org within QTC function, supporting 7 BU’s comprising 70K+ active Suppliers with annual revenues of $5B Managed 90+ FTE's operating out of Pune & Hyd locations. Reported to the site leader, Pune, and Director Corporate F&A based out of Hyderabad GFSS Manager
Avaya India Private Limited 02/2007 - 06/2015 Pune, India https://www.avaya.com/en/
Led the global invoice-to-pay process, cash disbursement, & CitiDirect Operations operating out of the Pune delivery center & offshore outsourcing partners (HOV & ADP). Managed 50+ FTEs led by Deputy/Assistant Managers supported by staff involving Analysts/SMEs & Finance Associates. Reported functionally to the Senior Director, APAC & AI, US & locally to the GFSS India Head on admin matters Before this role, I was designated as Deputy Mgr/Process Lead for Master Data & Credit/Risk Mgmt. Function in the Corporate Treasury Org supported by AM, TLs, & multilingual (German, French, Swedish, Spanish) staff reporting to the Global Director, NJ, US. The initial role was as a Collections/Credit Analyst in the Quote to Cash Org reporting to the Global Finance Manager based out of Guildford, UK Senior Process Associate
Accenture India Private Limited 06/2005 - 12/2006 Chennai, India https://www.accenture.com/in-en
Credit Control for Chubb Alarms Corporation, IE responsible for supporting/coordinating activities within the credit-to-payment cycle through maintenance/implementation of credit/collections business functions, ensuring compliance with corporate policies/procedures, and adherence to the client’s requirements. Reported to Ops delivery AM
Customer Support Representative
Allsec Technologies Limited 10/2004 - 06/2005 Chennai, India https://www.allsectech.com/
Provided consumer/commercial support on credit cards to customers of Compucredit, US, in a call center environment fulfilling set objectives, successfully accomplished CSAT/NPS goals, & developed initiatives enhancing the customer experience. Reported to the Ops Team lead.
CRITICAL PROJECTS
Oracle Cloud ERP Migration - Twilio
05/2021 - 08/2023
Facilitated a successful ERP transition from the pre-existing legacy systems (NS, Coupa) to Oracle Cloud Fusion, encompassing all functional back office tracks. This included the redesign of the COA, in collaboration with PWC and the ongoing transformation of business processes, with Infosys (MSP) providing tier model support. RPA Centre of Excellence (COE) - ESAB GBS India & Budapest 07/2019 - 12/2020
RPA (UiPath) launched through a POC, in-house pilot, & implemented partnering with Certified Partner across finance & supply chain processes, with overall savings of 6x ROI achieved in 18 months. Team were trained, certified, creating a blended techno- functional workforce expanding scope to include ERPs (JDE, IScala, M3/Infor & Sap), CRMs (Blackline, Salesforce, High radius), along with OCR/IDR functionality from Abbyy. P2P Architecture Transformation Initiative - Avaya 03/2014 - 06/2016
Transitioned from Ariba to Coupa, a cloud-based SaaS solution tool, which enhanced our capabilities and led to an annual cost savings of over $1.5M in indirect procurement. As part of the Core Project Team, operated out of RTP-NC (US) location, driving completion of RFP/Selection, SOW, Blueprinting, Configuration/Integration, UAT, Training, Implementation, Business Process/Supplier Enablement, & final Onboarding. KEY ACHIEVEMENTS
Process Digitization
Task Capture (UiPath) helped create DOP's for the controllership Org reducing manual effort by 70%.
Prohance, a real-time workforce analytics platform, improved overall net productivity by 25%.
Celonis (process mining) helped standardize and
streamline processes by 60% reducing process outliers.
Snow implemented for inquiries augmented by AI
chatbots (Aisera) reducing human intervention by 90%.
Continuous Control Monitoring/Internal Control
Analytics POC with Protiviti to improve IA Compliance People/Team Management
Improved Employee Engagement (EES) average
score/index by 5% bi-annually at 95%. Sustained 100% retention while fostering internal mobility and driving career pathing thru SME/HIPO rollout. Implemented
Competency Matrix, Skill Gap Analysis, 9 Blocker,
Succession planning & OKRs as a critical thinking
framework and Goal setting methodology
Improved gender diversity ratio by 40% maintaining it at 1:1, Optimized Org Pyramid by restructuring the workplace mix, introduced re/right-Skilling strategy, built a competitive workforce and upskilled Team by introducing company-sponsored certifications thru
IOFM, Udemy & technical CPE courses. Sustain a
rewarding culture thru "Hoots"& implement pay for
performance strategy in line with company's vision
Supported creating/implementing a Future of Work
(FOW) workplace strategy with emphasis on human-
centric work design, alignment with "remote first" culture, talent/skill development, and employee centric flexible work environment enhancing empowerment.
Conducted G2G, GROW sessions for first time
leaders and partnered with HR BP to foster DEI
strategy conducting Inclusion Sensitivity workshops
Conduct Monthly Town Halls, Quarterly Ex-com
Fireside Chats, Org Round Tables/Skip Levels & Fun @ Work Engagement Initiatives, Offsite Events.
EDUCATION
Chief Digital Officer (CDO) Program
Indian School of Business (ISB)
04/2024 - 01/2025 Hyderabad, India
PGDGM - Business Acumen, Leadership,
Strategy and Innovation
Emeritus Institute MIT, Columbia, Tuck
06/2018 - 06/2019 Singapore & Dubai
Sr Exec Mgmt., Leadership & Strategy
Indian Institute of Management, Calcutta
10/2015 - 12/2016 Pune & Kolkata, India
MBA - International Business
Pondicherry University
12/2006 - 10/2008 Chennai & Pondy, India
M.Sc. Psychology
Madras University
10/2004 - 10/2006 Chennai, India
B.Sc. Biotechnology
Loyola College
04/2001 - 04/2004 Chennai, India
CERTIFICATION
Professional GBS® Master, March '23
Offered by Inixia, partnering with SSON, cleared five distinct modules: Foundation, Service Management, Operations, Transformation & Leadership. Credential ID: 033023-93 Business Analytics for Strategic Decisions - Jan'22 National University of Singapore. Credential ID: 44595681
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